Refund policy

 

Thank you for shopping at aceprow.shop. We want you to be satisfied with your purchase. This Return and Refund Policy explains how cancellations, returns, exchanges, damaged items and refunds are handled.

This policy applies to purchases made through aceprow.shop. Nothing in this policy limits or excludes any rights available to consumers under applicable United Kingdom consumer law.

1. Return Period

We offer a 30-day return period.

You may request a return within 30 days after the date on which you, or a person nominated by you, receives the order.

For orders delivered in separate parcels, the 30-day period begins on the date the final parcel from that order is delivered.

To begin a return, contact us at:

Email: info@aceprow.shop

Your return request should include:

• Your full name

• Your order number

• The email address used to place the order

• The product you wish to return

• The reason for the return

• Photographs or videos where the product is damaged, defective or incorrect

Returns sent without contacting us first may be delayed or may not be accepted.

2. Return Eligibility

To qualify for a return, the product must normally be:

• Unworn, unused and unwashed

• Free from stains, perfume, deodorant, make-up, pet hair and other marks

• In its original condition

• Returned with all original labels, tags and protective packaging attached

• Accompanied by proof of purchase or the order confirmation

You may inspect clothing in the same way that you would reasonably inspect it in a physical shop. However, products must not be worn for an extended period, washed, altered, damaged or used beyond what is reasonably necessary to inspect their condition, fit and features.

We may reduce a refund where the value of a product has been diminished because it was handled beyond what was reasonably necessary to inspect it.

3. UK Right to Cancel Online Orders

Customers purchasing as consumers in the United Kingdom generally have a statutory right to cancel an online order within 14 days after receiving the goods, without providing a reason.

To exercise this right, you must send us a clear statement confirming your decision to cancel. You may contact us by email at info@aceprow.shop.

After notifying us of your cancellation, you must return the goods without undue delay and no later than 14 days after the date on which you informed us of your decision to cancel.

The cancellation request should clearly identify:

• Your name

• Your order number

• The products being cancelled

• The date on which the products were received

The additional return period offered by aceprow.shop does not replace or restrict your statutory cancellation rights.

4. Non-Returnable Products

Unless the product is faulty, damaged, incorrectly supplied or otherwise protected by applicable law, we may not accept returns of:

• Products that have been worn, washed, altered or damaged after delivery

• Products without their original labels or tags

• Products marked as final sale or non-returnable before purchase

• Personalised, customised or made-to-order products

• Gift cards

• Products returned after the applicable return period

• Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been removed

• Underwear, lingerie or similar intimate garments where the hygiene seal has been removed

• Swimwear where the hygiene protection strip has been removed or damaged

• Earrings or pierced jewellery where the hygiene seal has been removed

A final-sale designation does not affect your legal rights where a product is faulty, damaged, not as described or otherwise fails to comply with applicable consumer law.

5. Return Instructions

Once your return request has been reviewed and approved, we will provide the return instructions and the applicable return address.

Please do not return products to an address shown on the original parcel unless our customer service team confirms that address in writing. The dispatch address may not be the correct returns facility.

Returned products should be securely packaged to prevent damage during transit.

You are responsible for ensuring that the correct product is placed inside the return parcel. We are not responsible for personal belongings or unrelated products accidentally included in a return.

6. Return Shipping Costs

Change-of-Mind Returns

Where you return a product because you changed your mind, selected the wrong size, no longer want the product or ordered an unsuitable style, you will normally be responsible for the direct cost of returning the product.

We recommend using a tracked postal service and retaining the postage receipt and tracking information until your refund has been completed.

aceprow.shop is not responsible for change-of-mind return parcels that are lost or damaged while being sent back to us.

Faulty, Damaged or Incorrect Products

Where a product is faulty, damaged upon arrival, materially different from its description or different from the product ordered, aceprow.shop will provide an appropriate solution in accordance with applicable law.

Depending on the circumstances, we may:

• Provide a prepaid return label

• Reimburse reasonable return postage costs

• Offer a replacement

• Offer a repair where appropriate

• Provide a full or partial refund

Do not send a faulty or incorrect product back at your own expense before receiving return instructions from us.

7. Damaged, Defective or Incorrect Orders

Please inspect your order as soon as it is delivered.

Contact us promptly at info@aceprow.shop if:

• The product arrived damaged

• The product is defective

• You received the wrong size, colour or product

• A product is missing from the parcel

• The parcel appears to have been damaged or tampered with

Please include your order number and clear photographs showing:

• The complete product

• The damaged or defective area

• The product label

• The external parcel packaging

• The shipping label attached to the parcel

Photographs help us assess the problem and provide a suitable resolution more efficiently.

Do not dispose of the product or its packaging until we have completed our assessment.

8. Faulty Goods and Statutory Rights

Products supplied by aceprow.shop must be of satisfactory quality, fit for their intended purpose and consistent with their description.

Where a product does not meet these requirements, you may have statutory rights to reject the product, request a repair or replacement, receive a price reduction or obtain a refund, depending on the circumstances and the time that has passed since delivery.

Where applicable, customers may exercise the short-term right to reject faulty goods within 30 days. After this period, a repair or replacement may normally be offered before a refund, subject to applicable law.

Normal wear and tear, accidental damage, misuse, failure to follow care instructions, improper washing, alterations or damage caused after delivery are not generally considered manufacturing faults.

Nothing in this policy affects your statutory rights.

9. Exchanges

We do not guarantee direct exchanges because stock availability may change.

Where you require a different size, colour or product, the most efficient process may be to return the original product for a refund and place a new order.

Where an exchange is approved, the replacement product will be dispatched only after the returned product has been received and inspected, unless we agree otherwise in writing.

Any price difference between the original product and the replacement product may need to be paid or refunded.

10. Refund Assessment

After receiving your return, we will inspect the product and notify you whether the refund has been approved or rejected.

The inspection may consider:

• The condition of the product

• Whether the product has been worn, washed or altered

• Whether the original labels and tags remain attached

• Whether the correct product was returned

• Whether the return was made within the applicable period

• Whether any exclusion applies

If additional information is required, we may contact you using the email address associated with your order.

11. Refund Processing

Approved refunds will normally be issued to the original payment method.

Refund processing begins after:

• We receive and inspect the returned product; or

• Where applicable, you provide satisfactory evidence that the product has been returned

Refunds will be processed without undue delay and within the time required by applicable law.

After we issue the refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account. This processing time is controlled by the payment provider and is outside our control.

We cannot normally issue a refund to a different card, bank account or payment method.

12. Original Delivery Charges

Where you validly cancel the entire order under your statutory cancellation rights, we will refund the product price and the cost of the least expensive standard delivery method offered for the order.

If you selected an upgraded, express or premium delivery service, the additional amount paid above the standard delivery charge may not be refundable.

Where only part of an order is returned, the original delivery charge may not be refundable unless required by law.

Return postage for a change-of-mind return remains the customer’s responsibility unless we agree otherwise.

13. Partial Refunds

A partial refund may be issued where legally permitted, including where:

• A product has been handled beyond what was reasonably necessary to inspect it

• A product is returned with missing packaging, labels, accessories or components

• The returned product has been damaged after delivery

• Only part of a bundled or promotional order is returned

• A discount depended on purchasing multiple products and the return changes eligibility for that discount

Any deduction will reflect the reduction in the product’s value and will not affect rights that cannot legally be excluded.

14. Promotional and Bundled Orders

Where a product was supplied as part of a bundle, multi-buy promotion, free-gift offer or conditional discount, returning part of the order may change the discount applied.

We may recalculate the order based on the products retained by the customer. The value of any unreturned promotional gift may be deducted from the refund where legally permitted and where the applicable promotion made this condition clear.

A free promotional product must normally be returned with the qualifying product if the qualifying purchase is cancelled or refunded.

15. Refused and Unclaimed Parcels

If a parcel is refused, not collected, cannot be delivered because an incorrect or incomplete address was provided, or is returned to us by the carrier, we will contact you after the parcel reaches the appropriate returns facility.

Any refund will be processed after the parcel has been received and inspected.

Where legally permitted, actual return costs or additional delivery costs resulting from an incorrect address, refusal or failure to collect the parcel may be deducted from the refund.

This section does not apply where the parcel was refused because it was visibly damaged or where the delivery failure was caused by us or the carrier.

16. Order Cancellations Before Dispatch

To request cancellation before an order is dispatched, contact us immediately at info@aceprow.shop.

We will attempt to cancel the order, but cancellation cannot be guaranteed once processing or dispatch has begun.

If the order has already been dispatched, you may need to wait until it is delivered and then follow the return procedure described in this policy.

17. Late or Missing Refunds

If you have received confirmation that a refund was issued but have not received the funds:

1. Check the original payment account again.

2. Contact your bank, card issuer or payment provider.

3. Allow any standard processing period stated by the payment provider.

4. Contact us at info@aceprow.shop if the refund is still missing.

Please provide your order number when contacting us.

18. Chargebacks and Payment Disputes

We encourage customers to contact us before opening a chargeback or payment dispute. Many delivery, return and refund issues can be resolved directly through our customer service team.

Opening a payment dispute while a refund or return is already being processed may delay the resolution because the payment provider may temporarily restrict the transaction.

This section does not prevent you from exercising any legal right to dispute an unauthorised or unresolved transaction.

19. Return Abuse and Fraud

We may reject a return or take appropriate action where there is reasonable evidence of:

• Returning a product different from the one purchased

• Deliberate damage to a product

• Repeatedly wearing and returning clothing

• Manipulation of return documents

• Fraudulent claims that products were missing, damaged or not delivered

• Abuse of promotional or refund procedures

Any action taken will remain subject to applicable consumer law.

20. Contact Us

For questions about cancellations, returns, damaged products, exchanges or refunds, contact:

aceprow.shop
Email: info@aceprow.shop

Please include your order number and a clear explanation of the issue so that we can assist you efficiently.